P: Lightroom 6.3 crashes (8353964)

Report · Apr 24, 2023

Greetings to all

I have problem with lightroom randomly crashes in difirent scenarios

In can crush when i selecet masking tool, or when i open presets, or when i open some thing another. Every 5-15 minutes at work (does not crash out when idling)

My pc: Windows 11, cpu Intel i5 12400f, gpu nvidia rtx 3070ti, 32 ram. All soft is updated.

What i try: reinstal lightroom / reinstal gpu drivers using ddu from safe mode, closing afterburner and rtss (no effects). I wanna notice, that my currently pc fresly new, so advices to reinstal windows i think well be not effective.

i already press "send logs" about 6-8 times i think, but here is the last one

I really need help, since I can't process normally while the lightroom is constantly crashing

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.8.0.5" clientVersion="4.8.0.5" applicationName="Adobe Lightroom" applicationVersion="6.3.1" build="20230417-1525-e348d75" source="Windows-Client" crashType="n/a">
<time year="2023" month="4" day="24" hour="19" minute="55" second="29" timeoffset="180" timezone="RTZ 2 (Ã§Ã¨Ã¬Ã )"/>
<user guid="0021af52-1371-4d23-9150-80ae3c91497b"/>
<system platform="Windows 10 Pro" osversion="10.0" osbuild="22621" applicationlanguage="ru-ru" userlanguage="ru-RU" oslanguage="ru-RU" ram="32604" machine="12th Gen Intel(R) Core(TM) i5-12400F" model="Intel64 Family 6 Model 151 Stepping 5" cpuCount="12" cpuType="8664" cpuFreq="2496 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce RTX 3070 Ti" description="NVIDIA GeForce RTX 3070 Ti" driverDate="20230413000000.000000-000" driverVersion="31.0.15.3168" videoModeDescription="Ã–Ã¢Ã¥Ã²Ã : 1920 x 1080 x 4294967296" pnpDeviceID="PCI\VEN_10DE&DEV_2482&SUBSYS_24821569&REV_A1\4&2CBD2ACF&0&0008" installedDisplayDrivers="nvldumdx.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFBB53475EB">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FFBB53475EB" symbolname="NVAPI_DirectMethods"/>
<stackStatement index="1" address="0x00007FFBC21EDB1E" symbolname="dxCaskGetExportTable"/>
<stackStatement index="2" address="0x00007FFBC23B7DC4" symbolname="cask::xmma_cask_plugin::initialize_xmma_conv_fprop_kernels"/>
<stackStatement index="3" address="0x00007FFBC23B81AE" symbolname="cask::xmma_cask_plugin::initialize_xmma_conv_fprop_kernels"/>
<stackStatement index="4" address="0x00007FFBC23B9950" symbolname="cask::xmma_cask_plugin::initialize_xmma_conv_fprop_kernels"/>
<stackStatement index="5" address="0x00007FFBC21ED110" symbolname="unknown"/>
<stackStatement index="6" address="0x00007FFBB534CA47" symbolname="NVAPI_DirectMethods"/>
<stackStatement index="7" address="0x00007FFBB5348DC3" symbolname="NVAPI_DirectMethods"/>
<stackStatement index="8" address="0x00007FFBB5385C6F" symbolname="NVAPI_DirectMethods"/>
<stackStatement index="9" address="0x00007FFBB53025FB" symbolname="NVAPI_DirectMethods"/>
<stackStatement index="10" address="0x00007FFBB66784BC" symbolname="NVAPI_Thunk"/>
<stackStatement index="11" address="0x00007FFBB66EB3C4" symbolname="OpenAdapter10"/>
<stackStatement index="12" address="0x00007FFC6CD37C1B" symbolname="EnableFeatureLevelUpgrade"/>
<stackStatement index="13" address="0x00007FFC6CD41BAE" symbolname="D3D11CreateDeviceAndSwapChain"/>
<stackStatement index="14" address="0x00007FFC6CD3B290" symbolname="EnableFeatureLevelUpgrade"/>
<stackStatement index="15" address="0x00007FFC6CD30CB6" symbolname="EnableFeatureLevelUpgrade"/>
<stackStatement index="16" address="0x00007FFC6CD311D5" symbolname="EnableFeatureLevelUpgrade"/>
<stackStatement index="17" address="0x00007FFC6CD39D1E" symbolname="EnableFeatureLevelUpgrade"/>
<stackStatement index="18" address="0x00007FFC6CD352E2" symbolname="EnableFeatureLevelUpgrade"/>
<stackStatement index="19" address="0x00007FFC6CD41998" symbolname="D3D11CreateDeviceAndSwapChain"/>
<stackStatement index="20" address="0x00007FFC6CD3FFF4" symbolname="D3D11CreateDeviceAndSwapChain"/>
<stackStatement index="21" address="0x00007FFC6CD37D57" symbolname="EnableFeatureLevelUpgrade"/>
<stackStatement index="22" address="0x00007FFC6CD37AC4" symbolname="EnableFeatureLevelUpgrade"/>
<stackStatement index="23" address="0x00007FFC6CD36AC3" symbolname="EnableFeatureLevelUpgrade"/>
<stackStatement index="24" address="0x00007FFC6CD35B80" symbolname="EnableFeatureLevelUpgrade"/>
<stackStatement index="25" address="0x00007FFC6CD0BE12" symbolname="unknown"/>
<stackStatement index="26" address="0x00007FFC1DDF6CE0" symbolname="AgD2DImage::Make"/>
<stackStatement index="27" address="0x00007FFC1DDFEAEF" symbolname="AgD2DImage::Make"/>
<stackStatement index="28" address="0x00007FFC71239363" symbolname="recalloc"/>
<stackStatement index="29" address="0x00007FFC7263269D" symbolname="BaseThreadInitThunk"/>
<stackStatement index="30" address="0x00007FFC739EA9F8" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000000000000000"/>
<register name="RBX" value="0x0000021E1F398530"/>
<register name="RCX" value="0x0000021F3518FBE0"/>
<register name="RDX" value="0x0000021F3518FBE0"/>
<register name="RSI" value="0x0000021F57330870"/>
<register name="RDI" value="0x0000021E1F398530"/>
<register name="RSP" value="0x0000009A0EC0D550"/>
<register name="RBP" value="0x0000021F57330941"/>
<register name="RIP" value="0x00007FFBB53475EB"/>
<register name="EFL" value="0x0000000000010206"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

</hbLogSessionDllStatus>
</crash>

{Thread title updated by moderator}

Report · Apr 24, 2023

Hey, @Esman K. Welcome to the Lightroom Community. I've checked the crash reports you submitted from the account you've signed into the community with. The crash reports suggesting an error due to 'Video_toolkit.dll in Lightroom's installation folder.

Try these steps:

In Windows, go to C:\Program Files\Adobe\Adobe Lightroom
Rename the video toolkit file
- Windows: "video_toolkit.dll" to "video_toolkit.dll.original"
Download the new video toolkit file: https://shared-assets.adobe.com/link/f1fdcbcc-68b6-4a49-5dbd-8892e96653f3
Unzip the video toolkit file and copy it to the above folder.
Launch Lightroom

Let me know how it goes. Thanks!
Sameer K

Report · Apr 24, 2023

Hello, @Sameer K. Thanks for reply.

I did as you suggested, but it didn't give a result. Lightroom gets crash the same way

p.s. I also noticed the title changes. Why Windows 10, when I have Windows 11, and not 6.3 but 6.3.1 ?

p.s.s. I also tried to contact support directly. Yesterday, the agent remotely tried to reinstall my graphics drivers again and repair the C++ libraries. It didn't help.

Report · Apr 25, 2023

Any help? i keep getting crashes every 5-10 mins. It can crash even in idle. I left the computer for half an hour, but when I returned and clicked the smart delete button from editor mode, Lightroom crashed.

Report · Apr 25, 2023

Hey @Esman K.

Try the steps shared here to set up a default GPU for Lightroom. Follow the steps from this video: https://www.youtube.com/watch?v=9Juptx9YKbM

Instead of Photoshop.exe & Sniffer.exe, select Lightroom.exe from Lightroom's installation folder. Set the GPU mode to Power-saving as a test for now. Let me know how it goes. Thanks!

Sameer K

Report · May 02, 2023

I was able to locate your supplied crash report in our system and have logged a bug for it. Thank you for your report.

Rikk Flohr - Customer Advocacy: Adobe Photography Products

Report · Jun 15, 2023

We are finding that this crash disappears after installing the mid-June updates of the nVidea Drivers. Please update your drivers

Thank you for your patience

Rikk Flohr - Customer Advocacy: Adobe Photography Products

Adobe Community

P: Lightroom 6.3 crashes (8353964)

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